Technical Support Training Process in India

According to IDC, the worldwide market for outsourced technical support services will increase from $11.1 billion in 2003 to $16.9 billion in 2008, representing a CAGR of 8.8%. Over the same period, the outsourced helpdesk services market is expected to increase at a CAGR of 12%, from $3.5 billion to $6.1 billion in 2008. The world is looking to India to provide offshore technical support with high quality standards. Strategic call center technical support includes onsite technical support, network technical support, product and application support, pre- and post-sales technical support and IT helpdesk models.

Planning to set up a call center, but not sure what it takes?

The technical support training process

All technical support agents undergo a streamlined technical support training process that covers various aspects of providing solutions and enhances their skills at providing offshore technical support. Technical support training is both generic and client-specific. The first level of the process involves intensive technical training in multiple technologies, IT helpdesk models and customer care skills with a focus on etiquette, language and accent. At the next level, agents are trained in effective communication and team building skills. The training ensures that technical support agents are adept at troubleshooting and handling all queries on Desktop, Internet, Server and Networking Domains. Agents qualify as competent technical support personnel only after they complete the training.

India technical support process: Levels of support and staffing

In general, offshore technical support centers offer Tier 1 and Tier 2 support after which the call is escalated to the client's technical support team. However, technical support centers in India offer an additional level of high-end technical support (Tier 3 support), which involves bug-fixing and advanced problem resolution. At the first level of staffing, the minimum eligibility for Technical Support Representatives (TSRs) or agents is a college education. Voice training is an essential part of the training at this level.

The second level has Senior Contact Engineers. Internal voice training and two years of work experience are compulsory. These agents handle entry level calls. The third level is comprised of Team Leads who must have at least 4 years of relevant work experience and be 3rd party certified professionals. They can handle calls that are escalated to the 1st level of escalation. At the highest level are the Support Managers. Support Managers require at least 6 years of relevant work experience and must be 3rd party certified professionals. They handle calls which reach the 2nd level of escalation.

The Technical Helpdesk Model

The technical helpdesk model remotely offers technical support and customer care services delivered through the Internet/Intranet. The helpdesk offers integrated support delivery, and is designed to provide support through various channels - a toll-free number, telephone, VOIP, Interactive Voice Response, chat, email and the web. It also comprises an extensive knowledge base which includes searchable databases and FAQs. Helpdesk software is highly sophisticated and makes it possible to log in problems and track them until solved. Helpdesks also provide information to management regarding support activities.

Calls are queued in order of urgency and priority as defined by the client's business rules. A call is any communication by a customer to the service desk, whether it is through the telephone or through e-mail, voice mail or other methods of communication.

Helpdesk software must effectively support all possible paths that service requests may follow from start to completion. For example, a call may directly be routed to the person best suited to handle it, and may not go through the formal route from Level 1 support to Level 2 and Level 3 support and closure.

The Technical Support Process

Helpdesk outsourcing is a mature process in India. It is characterized by

Customer ownership

Metrics and SLA orientation

Periodic audits

ISO compliance

Advantages of the Technical Helpdesk Model

Rapid set-up

Scalability

High quality

Predictability

Higher customer satisfaction

Flexibility to expand scope

Greater operational efficiencies

Cost savings

Unique features to ensure a seamless technical support process:

The technical support helpdesk is an extension of the client's technical service team. Helpdesk software enables web pages to be customized to the client company's look and feel, with a personalized page for every user. All channels of support are accessible and the user is provided with complete contact information to reach the remote technical support team. The user is provided with previous case histories and dedicated technical support teams to facilitate smooth problem resolution. The technical support process at all stages is extremely client friendly, maintaining utmost security with benefits like:

The helpdesk as sales agent

In the competitive environment of today, it is essential to seize every opportunity to acquire new customers. Technical support agents expand prospect contact opportunities, increase customers' comfort levels and achieve increased sales by:

Helping prospective customers decide on which software/hardware to buy

Handling queries on usage and application

Cross-selling of products and accessories

Up-selling new versions or applications to encourage product upgrades

The technical helpdesk also provides customer support and helps boost customer confidence post sale, by remotely walking a customer through usage-related problems, directing him to self-help solutions and troubleshooting problems.

Besides technical support and problem resolution, the technical helpdesk is a valuable resource for handling pre- and post-sales support for technical products like application software. Call center trainers are increasingly bringing in a sales perspective to technical support training programs.

Outsource Technical Support to O2I

Recognizing the significant contribution that a professionally trained offshore technical support team can make to its operational efficiency, global corporations are outsourcing technical support to offshore locations like India. Read more about the range of technical support services offered by Helpdesks at Outsource2india. To outsource your technical helpdesk requirements to O2I, fill in the inquiry form and our Client Engagement Team will contact you within 24 hours.

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